Replacing a 20+ day spreadsheet-and-email process.

Situation

A cross-functional case process was managed through spreadsheets and email. Handoffs were difficult to follow, visibility was limited and average resolution took more than 20 days.

My responsibility

I designed and built the internal case-management workflow around the operational process, then partnered with technical teams to productionise it. That meant moving beyond a document-led process into a system that made ownership and the next action clearer.

What changed

The new workflow replaced the spreadsheet-and-email coordination model with an internal tool and a clearer operating path for cases. Technical colleagues supported productionisation, while the workflow remained grounded in how the operational teams needed to work.

Results and measurement context

The workflow removed approximately 10 days from average resolution time and was associated with an 80%+ productivity improvement.

What this demonstrates

I can redesign an operationally messy process into an implementable internal workflow, collaborate through productionisation and keep success tied to the metrics that matter to the people doing the work.